Refund policy. Three guarantees. No tickets, no escalation, no restocking fee.

Three guarantees, in plain English

The Refund Policy collapses to three commitments. Each is described in the sections that follow. The commitments are cumulative: a single Order can be eligible for more than one.

• Certificate guarantee: if a delivered lot tests below the spec on its public third-party certificate, the shop refunds or replaces it in full.
• Same-day replacement: if a lot is lost, damaged or seized on the way to the Researcher, the shop re-ships on the next working day, no questions asked.
• Pre-dispatch cancellation: Researchers can cancel any Order before pickup by the carrier and receive a same-day refund to the original payment method.

The third-party certificate guarantee

Every lot ships with two PDFs from an independent third-party lab: an HPLC purity certificate and a separate pH test certificate. Both PDFs are linked from the relevant product page before the lot ships, and are referenced on the order confirmation.

If the Researcher own analytical work, or an independent third-party laboratory, demonstrates that the delivered lot fails to match the third-party certificate stated identity, purity (within the certificate published margin) or pH band, the shop refunds or replaces in full.

Same-day no-questions replacement

If an Order is lost, damaged, seized at customs without a Researcher-side resolution path, or arrives damaged at delivery, the shop replaces the Order on the next working day after the issue is reported, free of further charge.

Pre-dispatch cancellation

Researchers can cancel any Order before the carrier collects the parcel and receive a same-day refund to the original payment method. Cancellations are accepted through the contact page; the Order is removed from the dispatch queue.

Once the carrier has collected the box, the Order can no longer be cancelled. It can be intercepted, but the carrier intercept fee is then the Researcher cost, and the parcel on return cannot be restocked.

Returns are not accepted on delivered Orders

For safety and traceability reasons, the shop does not accept returns of delivered Orders into inventory. Once a sealed parcel has left the warehouse, the lot is no longer guaranteed within the shop chain of custody.

Where a Researcher invokes the certificate guarantee or the same-day replacement, the original Order does not need to be physically returned. Please dispose of the contents in accordance with local hazardous-waste rules.

Defective Product and damaged-on-receipt

Defective Product (for example, a pen that does not dial, a cracked cartridge, a missing seal) is treated as a same-day replacement under section 03. The Researcher is asked to send a single photograph of the defect and the pen lot label.

Damaged-on-receipt (outer box crush, broken tamper seal, pen damage) must be reported within twenty-four hours of delivery for the shipping insurance to apply. Reports after twenty-four hours are still considered, but the burden shifts.

Refund processing time and method

Approved refunds are issued to the original payment method within five business days of acceptance. The actual time the funds appear in the Researcher account is set by the bank or processor that handled the original payment.

Where the original processor is not available, the shop contacts the Researcher to arrange a substitute method. The shop does not retain the refundable balance as store credit unless the Researcher asks for that.

Chargebacks, disputes and bad-faith claims

If a payment dispute is initiated through the Researcher bank or card-network before the Researcher has contacted the shop about the issue, the shop is required to defend the dispute with the documentation on file: the order confirmation, the carrier POD, and the published certificates.

Bad-faith claims (for example, asserting non-receipt against a clear POD signature) may result in Account closure.

How to claim a refund. The workflow

The workflow below applies to every refund category. Step 01 is the same; the diverging branch starts at Step 03. The whole flow is designed so that an in-scope refund is decided within forty-eight business hours of the report.

Time limits, statutory rights and consumer law

The certificate guarantee window is ninety days from delivery. The shipping-damage claim window is twenty-four hours from delivery. The pre-dispatch cancellation window closes when the carrier collects the box.

Nothing in this Refund Policy excludes or limits the Researcher statutory rights under English consumer law, including the rights of a consumer where the consumer-protection regime applies in parallel to a research-use attestation.